OneCare — Chat-Based Support System

Overview

OneCare is a comprehensive chat-based customer support system designed to revolutionize how BCEL handles customer inquiries. The platform enables real-time communication between customers and support agents through a modern, intuitive interface.

Backstory

Before OneCare, BCEL's customer support relied heavily on phone calls and in-branch visits, limiting the bank's capacity to handle inquiries to approximately 200 per day. Long wait times frustrated customers, and the manual process was inefficient for support staff. The bank needed a scalable solution that could handle growing customer demands while improving service quality.

Action

I led a team to build a complete real-time communication platform from scratch. The solution consisted of three main components: a customer-facing mobile chat application built with Svelte, an agent dashboard built with Vue for support staff, and a Node.js backend with WebSocket integration for real-time messaging. We implemented features like multimedia support (images, documents), typing indicators, read receipts, and an intelligent routing system to direct inquiries to the most appropriate agents.

Result

The implementation exceeded all expectations. Daily inquiry throughput increased by 430%, from 200 to 1,300 inquiries per day. In-branch visits decreased by 30% as customers preferred the convenience of chat support. Customer satisfaction scores improved significantly, and the average response time dropped from hours to minutes. The system now handles thousands of conversations daily and has become a model for digital transformation within the bank.

Screenshots

Demo Instructions